Customer Service and Contact Information
Effective 2026-08-07 · Version 1.0
We would rather hear from you than have you guess. Any of the channels below reaches a real person on our team.
Office address
CO.OP NDS
T. Camacho, Balanga, Bataan
Walk-in payments and service concerns are accommodated during office hours.
Support hours
Monday to Saturday, 8:00 AM to 6:00 PM (PHT)
Outage reports are monitored outside these hours. Network faults affecting multiple subscribers are attended to as soon as they are detected, including outside office hours.
What to expect from us
| Concern | We acknowledge | We aim to resolve |
|---|---|---|
| No internet / service down | Same day | Within 24–48 hours, subject to site access and weather |
| Slow or intermittent connection | Same day | Within 3 business days |
| Billing question or dispute | 24 hours | 7 business days |
| Payment not reflected | 24 hours | 1–2 business days after proof of payment |
| Refund or credit request | 24 hours | 7 business days |
| Application for new service | Same day | Site survey scheduled within 5 business days |
Helping us help you faster
When you contact us, having these ready shortens the call considerably:
- Your account number or the account name and service address
- For payment concerns: the date, amount, and reference number of the payment
- For service concerns: whether the lights on your modem or ONU are on, and whether other households near you are also affected
Escalation
If your concern is not resolved to your satisfaction, our Dispute Resolution Policy sets out how to escalate it, including to the appropriate government agency.